AccountId: 011433970860
ContactId: f1cb3e67-49d1-4d22-a420-4e6b01fc4f6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466589 ms
Total Talk Time (AGENT): 232244 ms
Total Talk Time (CUSTOMER): 159685 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/f1cb3e67-49d1-4d22-a420-4e6b01fc4f6e_20250102T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to find out.
[CUSTOMER][NEUTRAL] I received a letter in the mail about continuing my coverage.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I retired and I wanted to continue my coverage.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And I forgot what I'm supposed to be doing. I received the letter.
[CUSTOMER][NEUTRAL] But I thought I had already set up something.
[CUSTOMER][NEUTRAL] Can you check that?
[AGENT][NEUTRAL] Yes, um, so you sent information back to us. You just wanna see how the status is.
[CUSTOMER][NEUTRAL] Well, no, I haven't sent the letter back, but I thought I had sent this, do something over the phone and she said she would send me a letter as well. I can't remember.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I just need to see if I'm already set up.
[AGENT][NEUTRAL] Gotcha. All right, yeah, we'll take a look at the policy. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 90249
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Alright, OK, just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] It's a [PII] account.
[CUSTOMER][NEUTRAL] Do you have [PII]?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Perfect, that's it. Alright, thank you so much for verifying that information, [PII]. All right, bear with me just a moment. Let me take a look here. So in short, you had called us before, told us you wanted to continue your policy. You did receive a letter from us, correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And did the letter uh request any information be sent?
[AGENT][NEUTRAL] Or was it just verifying?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I have an electronic funds transfer form with it.
[AGENT][NEUTRAL] OK, yes, so we do need that to be filled out and completed, uh, that way of course because currently it would be through your employer how the payments taken out, so once we have that, uh, information we'll be able to get you set up.
[CUSTOMER][NEUTRAL] OK, so that's all I need to do is just, cause it says on here to return this letter with a check, but I don't have a check on this account.
[AGENT][NEUTRAL] That's fine. Um,
[CUSTOMER][NEUTRAL] So this electronic
[AGENT][NEUTRAL] We really need that information completed first um and then if you it's easier for you again I don't know many people that use checks anymore um so you can, you know, call in to make a payment or however you want to do that.
[CUSTOMER][NEUTRAL] OK, so it can be electronically drafted from this account, right? if I send this form back.
[AGENT][NEUTRAL] Oh yes, uh, right, so once you complete that, um, you can either mail it back to us, uh, if you got access to a fax or you can email it to us.
[CUSTOMER][NEUTRAL] OK, I'll mail it back. OK, so I just need to put my bank information on here. And when will this coverage, um, will I have a lapse in coverage from [PII] until you get this back, or?
[AGENT][NEUTRAL] Not let me see because right now I'm still showing that it's currently active. Um, if you'll give me one moment just for good measure, I think you should be fine, but I can put you on a brief hold and reach out to our customer service department just to verify.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me one moment I'm just gonna put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] I'm doing well how about yourself?
[AGENT][NEUTRAL] Doing all right thank you. I just had a question for you um the only time I've ever really come across this is when we were doing the whole, uh, the Texas cancer policies and everybody, you know, porting those over so I have an insured on the line, um, who's retiring, wants to continue hers, and she got the electronic funds transfer form, um, but she said she didn't have a check to send us.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I remember back with the cancer policy, the other ones, they said that that wasn't really necessary, um, that they really just needed the form, and then they can maybe call and make a payment after, but I didn't know if that was unique to that kind of policy.
[CUSTOMER][NEUTRAL] If they have the yeah they don't have to if they have the EFT we just, we just need to make sure that we have the routing number and account number clearly in there and once we get it we actually set it up to draft so they.
[AGENT][NEUTRAL] Do they need to send a check?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, that's what I thought. I just wanted to make sure because again I was, didn't know if that was something unique to that whole, the cancer policy stuff. OK, just wanted to make sure.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] It's all the same across the board. No problem. Let me know if you need anything else, and you have a good day.
[AGENT][NEUTRAL] Got it.
[AGENT][POSITIVE] Alright appreciate it thank you you too bye bye.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] All right, Ms. [PII], sorry about that wait. Are you still with me?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, so yes, I did get verification, uh, you will be good to go um also confirmed that yeah, definitely a check is not needed once as long as the routing information, all of that is clear and legible, uh, we'll have it set up and it'll just be drafted from your account. You don't have to worry about any of that either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and this will be drafted on what day of the month?
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] The first
[AGENT][NEUTRAL] I think it depends on when we get it because at the moment, of course.
[AGENT][NEUTRAL] We've just got it it's still set up through your employer.
[AGENT][NEUTRAL] But we can verify all of that when we get it and if you need to change the date we can change the date on that as well if you would prefer a specific day of the month.
[CUSTOMER][NEUTRAL] So it'll probably be [PII] then.
[CUSTOMER][NEUTRAL] OK. I'll just send this back in.
[AGENT][POSITIVE] Sounds good. Do you have any other questions for me, [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call.
[CUSTOMER][NEUTRAL] And this is for my critical illness, critical illness. This is not the, uh, I have to call guardian for my accident and hospital indemnity.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right. The only policy you have with us is this critical illness. That's correct.
[CUSTOMER][NEUTRAL] Got you. OK.
[AGENT][POSITIVE] Alright, well thanks for giving us a call.
[CUSTOMER][NEUTRAL] And how much is the premium a month gonna be?
[AGENT][NEUTRAL] Oh, let me see.
[AGENT][NEUTRAL] That I would probably have to
[AGENT][NEUTRAL] Transfer you, is that not in the letter that you received?
[CUSTOMER][NEUTRAL] Oh, it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I need to put on here a monthly payment?
[AGENT][NEUTRAL] Uh, however you would prefer, yeah, um, some people do, you know, quarterly or something like that, so if you prefer monthly then yeah we could do that.
[CUSTOMER][NEUTRAL] I wanna do it monthly.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you, ma'am.
[AGENT][POSITIVE] All right yeah thank you I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.